If you wish to make a return now, please use the form below our return policy to submit your request.
Return policy:
If in any way you are not satisfied with your delivered item or our services, you may return your non-engraved, new condition purchase for a refund within 30 days of receipt. Must be shipped back to our warehouse in the same condition it arrived. Include any items like light bases that come free with the item or the order will be returned to you. Claims of damaged items in transit must be received within three business days of receipt.
Within 30 days of receipt, if you are unsatisfied with your item or our services, contact us. We do require you obtain a Return of Merchandise Authorization (RMA #) prior to returning, so please do not just send it back to sender. After receiving your RMA, send it to the address we give you (our distributors are in one of three locations) fully insured with a tracking numbers.
Maleras crystal items: We will refund 100% of your item purchase price or arrange for a full credit exchange, you decide which. Returned item and item must be in new condition. Claims of damaged items in transit must be received within three business days of receipt. Special orders of retired items or over a quantity of 12 cannot be returned, so we advise ordering 1 (or less than 12) of an item in advance of your larger purchase. If you order an item that has been recently retired we will notify you. That said, the rate of returned Mats Jonasson items over the last several years is around 1%.
Special orders of retired items
Any shipping charges are non-refundable and you are responsible for paying shipping back to us. We normally charge $0 (nothing) for Ground shipping within the U.S.
Starlight Originals mixed media items: For items over $1000, a 7.5% restocking fee will be charged for return of any item by this manufacturer. Claims of damaged items in transit must be received within three business days of receipt.
Engraved plates: Are not refundable unless an error on our part was made in the shipment or production of the engraved plate. While we will do our best to assist you, for free engravings, we provide italics, fonts, and other basic font decoration as a courtesy and special directions you leave for us during checkout may not be carried out if you do not describe in exact detail how you wish your formatting made. Free engravings need not be returned if you wish to return your animal and light base.
